Student or educator? Sign up with your school email and get 6 months of Pro free.
CoChat
Sign Up
Cited by 349

The DOI matches its Crossref record; 8 of the 8 references it cites were found in a registry or an index.

Extending the Understanding of End User Information Systems Satisfaction Formation: An Equitable Needs Fulfillment Model Approach1

Au, N., Ngai, E. W. T., Cheng, T. C. E.·2008·MIS Quarterly
DOI 10.2307/25148828
Open this paper in CoChat — free account

Abstract

End user satisfaction (EUS) is critical to successful information systems implementation. Many EUS studies in the past have attempted to identify the antecedents of EUS, yet most of the relationships found have been criticized for their lack of a strong theoretical underpinning. Today it is generally understood that IS failure is due to psychological and organizational issues rather than technological issues, hence individual differences must be addressed. This study proposes a new model with an objective to extend our understanding of the antecedents of EUS by incorporating three well-founded theories of motivation, namely expectation theory, needs theory, and equity theory. The uniqueness of the model not only recognizes the three different needs (i.e., work performance, relatedness, and self-development) that users may have with IS use, but also the corresponding inputs required from each individual to achieve those needs fulfillments, which have been ignored in most previous studies. This input/needs fulfillment ratio, referred to as equitable needs fulfillment, is likely to vary from one individual to another and satisfaction will only result in a user if the needs being fulfilled are perceived as “worthy” to obtain. The partial least squares (PLS) method of structural equation modeling was used to analyze 922 survey returns collected form the hotel and airline sectors. The results of the study show that IS end users do have different needs. Equitable work performance fulfillment and equitable relatedness fulfillment play a significant role in affecting the satisfaction of end users. The results also indicate that the impact of perceived IS performance expectations on EUS is not as significant as most previous studies have suggested. The conclusion is that merely focusing on the technical soundness of the IS and the way in which it benefits employees may not be sufficient Rather, the input requirements of users for achieving the corresponding needs fulfillments also need to be examined.

Overview

The claims and statistics of this paper haven’t been checked yet.

Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.

A few free checks a day · papers already verified open instantly · results are public

Integrity signals

Registry

Crossref · 10.2307/25148828

Cites

8 of 8 references verified0 citation errors · 0 not checkable

Statistics

Verification

Claims the paper makes

The claims and statistics of this paper haven’t been checked yet.

Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.

A few free checks a day · papers already verified open instantly · results are public

Self-check

Percentages, sums and reported differences re-computed from the paper’s own numbers.

The self-check needs the paper’s full text.

Citations

Cites

Research works printed but not linked: 90

  1. Adams, 1965, Injustice in Social Exchange, 267
  2. Aladwani, 2003, A Deeper Look at the Attitude-Behavior Consistency Assumption in Information Systems Satisfaction Research, The Journal of Computer Information Systems, 44, 57
  3. Alderfer, 1969, An Empirical Test of a New Theory of Human Needs, Organizational Behavior and Human Performance, 142, 10.1016/0030-5073(69)90004-X · DOI · Paper page
  4. Alderfer, 1972, Existence, Relatedness and Growth
  5. Alter, 1999, Information Systems: A Management Perspective
  6. Ang, 1997, User Information Satisfaction, Job Satisfaction and Computing Background: An Exploratory Study, Information and Management, 32, 255, 10.1016/S0378-7206(97)00030-X · DOI
  7. Ashford, 1997, Airport Operations
  8. Athanassopoulos, 2001, Behavioral Responses to Customer Satisfaction: An Empirical Study, European Journal of Marketing, 35, 687, 10.1108/03090560110388169 · DOI · Paper page
  9. Au, 2002, A Critical Review of End-User Information System Satisfaction Research and a New Research Framework, Omega - The International Journal of Management Science, 30, 451, 10.1016/S0305-0483(02)00054-3 · DOI
  10. Austin, 1974, Participants’ Reactions to Equity with the World, Journal of Experimental Social Psychology, 10, 528, 10.1016/0022-1031(74)90077-8 · DOI
  11. Bailey, 1983, Development of A Tool for Measurement and Analyzing Computer User Satisfaction, Management Science, 29, 530, 10.1287/mnsc.29.5.530 · DOI · Paper page
  12. Baroudi, 1988, A Short Form Measure of User Satisfaction and Notes on Use, Journal of MIS, 4, 44
  13. Benard, 1993, User Satisfaction with EISs: Meeting the Needs of Executive Users, Information Systems Management, 10, 21, 10.1080/10580539308906953 · DOI
  14. Boddy, 2002, Managing Information Systems: An Organizational Perspective
  15. Carrell, 1978, Equity Theory: The Recent Literature, Methodological Considerations and New Directions, Academy of Management Review, 3, 202, 10.2307/257661 · DOI · Paper page
  16. Chin, 1998, Issues and Opinion on Structural Equation Modeling, MIS Quarterly, 22, vii
  17. Cho, 1992, Management of the Information Center: The Relationship of Power to End-user Performance and Satisfaction, Journal of End User Computing, 2, 21, 10.4018/joeuc.1992070103 · DOI
  18. Cohen, 1988, Statistical Power Analysis for the Behavioral Sciences
  19. Diamantopoulos, 1999, Viewpoint—Export Performance Measurement: Reflective Versus Formative Indicators, International Marketing Review, 16, 444, 10.1108/02651339910300422 · DOI
  20. Doll, 1995, A Confirmatory Factor Analysis of the User Information Satisfaction Instrument, Information Systems Research, 6, 177, 10.1287/isre.6.2.177 · DOI
  21. Doll, 1988, The Measurement of End-User Computing Satisfaction, MIS Quarterly, 12, 259, 10.2307/248851 · DOI · Paper page
  22. Droge, 1991, Post-Purchase Hierarchies of Effects: The Antecedents and Consequences of Satisfaction for Complainers Versus Non-Complainers, International Journal of Research in Marketing, 8, 315, 10.1016/0167-8116(91)90029-7 · DOI
  23. Eason, 1988, Information Technology and Organizational Change
  24. Fornell, 1981, Evaluating Structural Equation Models with Unobservable Variables and Measurement Error, Journal of Marketing Research, 39, 10.1177/002224378101800104 · DOI · Paper page
  25. Garrity, 1998, Information Systems Success Measurement, 10.4018/978-1-878289-03-2 · DOI
  26. Gefen, 2000, Structural Equation Modeling and Regression: Guidelines for Research Practice, Communications of the Association for Information Systems, 4, 1
  27. Gerbing, 1988, An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment, Journal of Marketing Research, 25, 186, 10.1177/002224378802500207 · DOI · Paper page
  28. Goodhue, 1998, Development and Measurement Validity of a Task-Technology Fit Instrument for User Evaluations of Information Systems, Decision Sciences, 29, 105, 10.1111/j.1540-5915.1998.tb01346.x · DOI · Paper page
  29. Goodman, 1971, An Examination of Adams’ Theory of Inequity, Administrative Science Quarterly, 16, 271, 10.2307/2391900 · DOI
  30. Hair, 1998, Multivariate Data Analysis
  31. Herzberg, 1959, The Motivation to Work
  32. Hong Kong Hotel Association, 2001, Hong Kong Hotel Directory
  33. Howard, 1969, The Theory of Buyer Behavior
  34. Iivari, 2005, An Empirical Test of the DeLone-McLean Model of Information System Success, The Database for Advances in Information Systems, 36, 8, 10.1145/1066149.1066152 · DOI · Paper page
  35. Iivari, 1994, User Information Satisfaction: IS Implementability and Effectiveness, Information and Management, 27, 205, 10.1016/0378-7206(94)90049-3 · DOI
  36. Ives, 1983, The Measurement of User Information Satisfaction, Communications of the ACM, 26, 785, 10.1145/358413.358430 · DOI · Paper page
  37. Joshi, 1989, The Measurement of Fairness or Equity Perceptions of Management Information Systems Users, MIS Quarterly, 13, 343, 10.2307/249010 · DOI
  38. Joshi, 1990, An Investigation of Equity as a Determinant of User Information Satisfaction, Decision Sciences, 21, 786, 10.1111/j.1540-5915.1990.tb01250.x · DOI
  39. Joshi, 1992, A Causal Path Model of the Overall User Attitudes Toward the MIS Function: The Case of User Information Satisfaction, Information and Management, 22, 77, 10.1016/0378-7206(92)90063-L · DOI
  40. Kasavana, 1992, Creating a Multi-Processor Environment Through Systems Integration, The Cornell Hotel and Restaurant Administration Quarterly, 33, 57, 10.1177/001088049203300408 · DOI
  41. Kettinger, 1994, Perceived Service Quality and User Satisfaction with the Information Services Function, Decision Sciences, 25, 737
  42. Khalifa, 2004, The State of Research on Information System Satisfaction, Journal of Information Technology Theory and Applications, 5, 37
  43. Kim, 1998, Utilization and User Satisfaction in End-User Computing: A Task Contingent Model, Information Resources Management Journal, 11, 11, 10.4018/irmj.1998100102 · DOI
  44. Landy, 1987, Motivation Theory Reconsidered, Research in Organizational Behavior, 9, 1
  45. Laudon, 2000, Management Information Systems: Organization and Technology in the Networked Enterprise
  46. Lussier, 2000, Need Satisfaction of Deaf and Hearing Employees, The Mid-Atlantic Journal of Business, 36, 47
  47. Mahmood, 2000, Variables Affecting Information Technology End-user Satisfaction: A Meta-analysis of the Empirical Literature, International Journal of Human-Computer Studies, 52, 751, 10.1006/ijhc.1999.0353 · DOI · Paper page
  48. McClelland, 1965, Toward a Theory of Motive Acquisition, American Psychologist, 20, 321, 10.1037/h0022225 · DOI · Paper page
  49. McKeen, 1994, The Relationship Between User Participation and User Satisfaction: An Investigation of Four Contingency Factors, MIS Quarterly, 18, 427, 10.2307/249523 · DOI · Paper page
  50. Melone, 1990, The Theoretical Assessment of User Satisfaction Construct in Information System Research, Management Science, 36, 76, 10.1287/mnsc.36.1.76 · DOI · Paper page
  51. Miller, 1987, Measuring the Effectiveness of Computer-Based Information Systems in the Financial Services Sector, MIS Quarterly, 11, 107, 10.2307/248832 · DOI
  52. Myers, 1997, A Comprehensive Model for Assessing the Quality and Productivity of the Information Systems Functions: Toward a Theory for Information Systems Assessment, Information Resources Management Journal, 10, 6, 10.4018/irmj.1997010101 · DOI · Paper page
  53. Myers, 1994, Dialectical Hermeneutics: A Theoretical Framework for the Implementation of Information Systems, Information Systems Journal, 5, 51, 10.1111/j.1365-2575.1995.tb00089.x · DOI
  54. O’Brien, 2004, Management Information Systems: Managing Information Technology in the Business Enterprise
  55. Oliver, 1995, Attribute Need Fulfillment in Product Usage Satisfaction, Psychology and Marketing, 12, 1, 10.1002/mar.4220120102 · DOI
  56. Oliver, 1989, Processing of the Satisfaction Response in Consumption: A Suggested Framework and Research Propositions, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 2, 1
  57. Oliver, 1997, Satisfaction: A Behavioral Perspective on the Consumer
  58. Oliver, 1980, Theoretical Bases of Consumer Satisfaction Research: Review, Critique, and Future Direction, 206
  59. Pitt, 1995, Service Quality: A Measure of Information Systems Effectiveness, MIS Quarterly, 19, 173, 10.2307/249687 · DOI · Paper page
  60. Pritchard, 1969, Equity Theory: A Review and Critique, Organizational Behavior and Human Performance, 176, 10.1016/0030-5073(69)90005-1 · DOI · Paper page
  61. Regan, 1994, End-User Information Systems: Perspective for Managers and Information Systems Professionals
  62. Rosenberg, 1967, The Social Impact of Computers
  63. Ryker, 1997, Determinants of Computer User Expectations and Their Relationships with User Satisfaction: An Empirical Study, Information Processing and Management, 33, 529, 10.1016/S0306-4573(97)00016-2 · DOI
  64. Saarinen, 1996, An Expanded Instrument for Evaluating Information System Success, Information and Management, 31, 103, 10.1016/S0378-7206(96)01075-0 · DOI · Paper page
  65. Schneider, 1973, Three Studies of Measures of Needs Satisfaction in Organizations, Administrative Science Quarterly, 18, 489, 10.2307/2392201 · DOI
  66. Sethi, 1998, An Application of the CUSP Catastrophe Model to User Information Satisfaction, Information and Management, 34, 41, 10.1016/S0378-7206(98)00039-1 · DOI
  67. Shaw, 2003, Understanding the Hidden Dissatisfaction of Users Toward End-User Computing, Journal of End User Computing, 15, 1, 10.4018/joeuc.2003040101 · DOI
  68. Simon, 1996, The Relationship of Information System Training Methods and Cognitive Ability to End-User Satisfaction, Comprehension, and Skill Transfer: A Longitudinal Field Study, Information Systems Research, 7, 466, 10.1287/isre.7.4.466 · DOI
  69. Sirgy, 1984, A Social Cognition Model of Consumer Satisfaction/ Dissatisfaction: An Experiment, Psychology and Marketing, 1, 27, 10.1002/mar.4220010205 · DOI
  70. Spreng, 1996, A Re-examination of the Determinants of Consumer Satisfaction, Journal of Marketing, 60, 15, 10.1177/002224299606000302 · DOI · Paper page
  71. Spreng, 1992, A Desire-as-Standard Model of Consumer Satisfaction, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 5, 45
  72. Stayman, 1992, Some Effects of Schematic Processing on Consumer Expectations and Disconfirmation Judgments, Journal of Consumer Research, 19, 240, 10.1086/209299 · DOI · Paper page
  73. Steers, 1991, Motivation and Work Behaviour
  74. Suh, 1994, End-User’s Disconfirmed Expectations and the Success of Information Systems, Information Resources Journal, 7, 31
  75. Swan, 1980, Satisfaction Related to Predictive vs. Expectation, 7
  76. Szajna, 1993, The Effects of Information System User Expectations on Their Performance and Perceptions, MIS Quarterly, 17, 493, 10.2307/249589 · DOI · Paper page
  77. Tafti, 1995, User Satisfaction with Information Systems: A Research Framework, 223
  78. Tan, 1990, Validation of a User Satisfaction Instrument for Office Automation Success, Information and Management, 18, 203, 10.1016/0378-7206(90)90041-F · DOI
  79. Tse, 1988, Models of Consumer Satisfaction Formation: An Extension, Journal of Marketing Research, 25, 204, 10.1177/002224378802500209 · DOI · Paper page
  80. Udo, 1994, Improving Organization Absorption of Emerging Technologies: A Socio-technical Approach, 1
  81. Wang, 1997, Impact of Information Technology on Organizations, Human Systems Management, 16, 83, 10.3233/HSM-1997-16203 · DOI
  82. Wanous, 1977, A Cross-Sectional Test of Need Hierarchy Theory, Organizational Behavior and Human Performance, 18, 78, 10.1016/0030-5073(77)90019-8 · DOI
  83. Whitten, 2004-2005, User Information Satisfaction Scale Reduction: Application in an IT Outsourcing Environment, Journal of Computer Information Systems, 45, 17
  84. Wicks, 2002, Successfully Increasing Technological Control Through Minimizing Workplace Resistance: Understanding the Willingness to Telework, Management Decision, 40, 672, 10.1108/00251740210438508 · DOI
  85. Woodroof, 1998, A Conceptual Development of Process and Outcome User Satisfaction, Information Resources Management Journal, 11, 37, 10.4018/irmj.1998040104 · DOI
  86. Yi, 1990, A Critical Review of Consumer Satisfaction, 68
  87. Yoon, 1995, Assessing Expert Systems: Impact on Users’ Jobs, Journal of Management Information Systems, 12, 225, 10.1080/07421222.1995.11518076 · DOI
  88. Zuboff, 1988, In the Age of the Smart Machine
  89. Zviran, 2003, Measuring IS User Satisfaction: Review and Implications, Communications ofthe AIS, 12, 81
  90. Zwick, 1995, On the Practical Significance of Hindsight Bias: The Case of the Expectancy-Disconfirmation Model of Consumer Satisfaction, Organizational Behavior and Human Decision Processes, 103, 10.1006/obhd.1995.1093 · DOI

Cited by

See all 349

Metadata

Authors
Au, N., Ngai, E. W. T., & Cheng, T. C. E.
Venue
MIS Quarterly
Publisher
MIS Quarterly
Published
2008-03-01
Volume
32
Issue
1
Pages
43-66
ISSN
  • 0276-7783 (ISSN-L)
  • 2162-9730
DOI
10.2307/25148828
OpenAlex
W2143852449
Cited by
349
References
8
FWCI
42.77
Type
journal article
Language
en
Open access
closed

About these checks

Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.

Statistics and arithmetic are recomputed, not judged.

Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.

What counts as a claim ›How we measure confidence ›How we check this ›

Are you an author, or do you see a problem with this page? Request a review

Data sources

Bibliographic data: Semantic Scholar, OpenAlex, Crossref.

Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.